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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. A patient experience team has decided to use an experienced-based design approach " patient shadowing " to provide a framework for improvement. What is the first step in implementing patient and family shadowing for this process?

A) Construct a current care experience flow map.
B) Decide who should do the shadowing.
C) Determine which patients/families should be shadowed.
D) Define where the care experience begins and ends.

2. When implementing a patient experience cultural transformation following John Kotter ' s 8-Step Change Model, what step comes AFTER creating a sense of urgency?

A) Forming a guiding coalition
B) Making change a continuous process
C) Removing barriers to change
D) Creating a strategic vision

3. Which is the BEST approach to obtaining employee commitment to a new process or initiative designed to improve the patient experience?

A) Involve staff in the design and development of the process.
B) Explain at the start of implementation why the change is occurring.
C) Have managers monitor and measure the process.
D) Provide incentives to managers for implementation success.

4. A non-English-speaking patient is asking questions that indicate a lack of understanding of the procedure that the patient is about to undergo. Which component of the patient ' s rights has been neglected?

A) Patient's right to file a complaint
B) Confidentiality of personal health information
C) Informed consent
D) Respect for cultural diversity

5. What is the meaning of "validity" in the context of a patient experience survey?

A) The degree to which a survey applied to the same object yields the same results each time
B) The degree to which the measurement made by a survey corresponds to a true value
C) The degree to which the results of a Likert scale survey correspond to equal quantitative intervals
D) The degree to which an individual responding to a survey understands how the survey results will be used

Solutions: